Amazon continues to innovate and bring new products to help customers. In this role, we are looking for a senior leader that will drive the overall vision, roadmap, and execution across a suite of post-order CX products within the Customer Service organization.
As the Principal Product Mgr, CS Self-Service Products: · Innovation on behalf of our customers who are seeking support for a problem or question by improving the customer experience. · Defining and leading cross-functional improvement/change initiatives related to the customer experience. · Defining customer experience product roadmaps and developing workflow scenarios across a number of customer experience scenarios. · Evangelizing and gaining buy-in for the strategy and roadmap from partner teams by writing narratives that influence peers and senior management. · Developing user experience goals, stories and requirements that can be used to create notifications product specifications. · Developing success and service health metrics related to adoption and efficacy of the products. · Collaborating with design, engineering, usability and program management teams both within customer service and across the company to test and launch features and products accessible anywhere and anytime. · Driving definition of scope and manage business case development and approval, requirements gathering/creation, prioritization, design review, and launch readiness. · Delivering results that align to customer needs and business goals. · Manage a team of product managers that will drive individual components of a product suite.
A successful candidate will have:
· Experience with designing customer-facing products or services. · A broad perspective on the overall customer retail experience from discovery to post-order to consumption · Demonstrated ability to use quantitative and qualitative data to prioritize and influence work prioritization · Results that shows creativity and innovation · Proven ability to think strategically and execute methodically. · Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired. · Demonstrated strong attention to detail including precise and effective customer communications · History of teamwork and willingness to roll up one's sleeves to get the job done
Bachelor’s degree or higher with a technical discipline
10+ years of product management experience
Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment
Experience leading cross-functional teams to deliver products and projects on tight deadlines
Experience coordinating complex product development cycles and software development schedules
Broad technical breadth and depth including familiarity across mobile and web offerings
A distinguished track record of working effectively with people across a complex organization to create and launch innovative, successful solutions
· MBA · Experience managing consumer-facing products in e-commerce · Experience with machine learning and support automation tools. · Experience with multiple demand channels – SEO, PPC, etc. · Experience with a variety of mobile products and services, especially related to customer service